{"schemaVersion":"jobsearcher.job.v1","id":"0c1eced285bf54a8f2d9d03c","url":"https://jobsearcher.com/jobs/0c1eced285bf54a8f2d9d03c","canonicalUrl":"https://jobsearcher.com/jobs/0c1eced285bf54a8f2d9d03c","title":"EMEA Supervisor","description":"This remote working position is responsible for supervising the EMEA/UK Cruise Sales & Support Agents that make up the EMEA Call Centre. This role supports and works diligently with the team to obtain and maintain high quality and achieve corporate goals with both direct guests and travel partners. This role will act as a motivational force for employees and support the management team with special projects and daily operational needs.\nESSENTIAL DUTIES AND RESPONSIBILITIES:\nMust demonstrate a strong ability to lead a team with passion and drive for results.\nBe the first point of contact for EMEA/UK Contact Center agents where assistance is needed.\nAct as main point of contact internally for EMEA/UK booking issues and escalations.\nHandle escalated phone calls or emails from direct guests and trade partners.\nProvide polite and professional customer service with correct product and service information.\nAssesses customer service situations and requests for policy exceptions, uses sound business judgment to recommend solutions, and address customer complaints.\nProvide immediate feedback to management when identifying issues which can interfere with the daily operations.\nQA bookings, phone calls and provide feedback to UK/EMEA Call Centre Manager. Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.\nBe fully involved in the hiring, training, and development of current and future staff.\nWork in our HubSpot system to ensure tickets, escalations, and sales deals are actioned in timely manner according to advised SLA’s and KPI’s.\nUnderstand IT processes and have awareness of reporting issues and outages.\nWork with the Optimization team leadership to look at ways to improve services.\nEnter, update, and document all customer information into the system according to standard operating procedures\nAssist with ensuring that our Document Library is updated and well resourced.\nCoordinate off the phone activities with the workforce management team.\nIdentify and escalate priority issues to leadership or post-cruise teams as required.\nProvides communication and follow-up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company-related issues, changes, or actions.\nWork with the post-cruise team to ensure that post-cruise complaints are understood and resolved adequately and within a timely manner.\nAssist in European language situations, such as translating to assist other teams.\nSupport EMEA Groups sales and service\nOTHER DUTIES AND RESPONSIBILITIES:\nTo work closely with the EMEA Trade sales and support team with booking opportunities and escalations to support our trade partner relationships.\nSupport where possible with any trade events and ship visits in your country.\nThis job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.\nFINANCIAL RESPONSIBILITIES:\nWork with Refunds and Commissions teams to service and resolve booking issues.\nQUALIFICATIONS:\nBachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.\nSupervisory/Assistant Supervisory or equivalent experience required in a Call Center.\nMust have excellent organizational and communication skills both written and verbal.\nMust be able to work independently and work well with others.\nMust be able to use good judgment and decision-making skills.\nMust demonstrate appropriate level of professionalism to instill confidence and credibility of the position and leadership team.\nProven experience in sales, with a minimum of 3 years in a leadership or supervisory role.\nKNOWLEDGE AND SKILLS:\nGerman language skills are essential to this role, both verbal and written\nActive listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.\nReading comprehension - understanding written sentences and paragraphs in work related documents.\nStrong written communication skills, the ability to prepare written communication concisely with clarity and impact.\nCritical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusions, or approaches to problems.\nMonitoring and assessing the performance of self and other individuals to make improvements or take corrective actions.\nTime management - managing one’s own time and the time of others.\nManagement of personnel resources and the ability to attract and develop talent, motivating, developing, and directing people as they work, identifying the best people for the job.\nJudgment and decision making - considering the relative costs and benefits of potential actions to choose the most appropriate one.\nKnowledge of principles and processes for providing customer and personal services - this includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.\nOral Comprehension - the ability to listen to and understand information and ideas presented through spoken words and sentences.\nOral Expression - the ability to communicate information and ideas in speaking so others will understand.\nProblem Sensitivity - the ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.\nDeductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense.\nInductive Reasoning - the ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).\nAdvanced knowledge of company contacts center systems, policies and procedures relating to Cruise Enhancements.\nPHYSICAL DEMANDS:\nThe employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full-time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends/holidays as needed.\nWORK ENVIRONMENT:\nAs this role will be remote that it will be your responsibility to ensure that you are working in a non-distracting environment with a moderate noise level.\nIt is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment","company":"Azamara","rawCompany":"azamara","city":"Miami","state":"FL","isRemote":false,"isActive":false,"createdAt":"2026-04-12T21:21:09.193Z","occupations":[{"code":"41-1012.00","title":"First-Line Supervisors of Non-Retail Sales Workers","slug":"first-line-supervisors-of-non-retail-sales-workers"},{"code":"39-1022.00","title":"First-Line Supervisors of Personal Service Workers","slug":"first-line-supervisors-of-personal-service-workers"},{"code":"43-1011.00","title":"First-Line Supervisors of Office and Administrative Support Workers","slug":"first-line-supervisors-of-office-and-administrative-support-workers"}],"industries":[{"code":"561422","title":"Telemarketing Bureaus and Other Contact Centers","slug":"telemarketing-bureaus-and-other-contact-centers"},{"code":"561510","title":"Travel Agencies","slug":"travel-agencies"},{"code":"561520","title":"Tour Operators","slug":"tour-operators"}],"jobPosting":{"@context":"https://schema.org","@type":"JobPosting","title":"EMEA Supervisor","description":"This remote working position is responsible for supervising the EMEA/UK Cruise Sales & Support Agents that make up the EMEA Call Centre. This role supports and works diligently with the team to obtain and maintain high quality and achieve corporate goals with both direct guests and travel partners. This role will act as a motivational force for employees and support the management team with special projects and daily operational needs.\nESSENTIAL DUTIES AND RESPONSIBILITIES:\nMust demonstrate a strong ability to lead a team with passion and drive for results.\nBe the first point of contact for EMEA/UK Contact Center agents where assistance is needed.\nAct as main point of contact internally for EMEA/UK booking issues and escalations.\nHandle escalated phone calls or emails from direct guests and trade partners.\nProvide polite and professional customer service with correct product and service information.\nAssesses customer service situations and requests for policy exceptions, uses sound business judgment to recommend solutions, and address customer complaints.\nProvide immediate feedback to management when identifying issues which can interfere with the daily operations.\nQA bookings, phone calls and provide feedback to UK/EMEA Call Centre Manager. Monitor service calls to observe employee demeanor, technical accuracy, and conformity to company policies.\nBe fully involved in the hiring, training, and development of current and future staff.\nWork in our HubSpot system to ensure tickets, escalations, and sales deals are actioned in timely manner according to advised SLA’s and KPI’s.\nUnderstand IT processes and have awareness of reporting issues and outages.\nWork with the Optimization team leadership to look at ways to improve services.\nEnter, update, and document all customer information into the system according to standard operating procedures\nAssist with ensuring that our Document Library is updated and well resourced.\nCoordinate off the phone activities with the workforce management team.\nIdentify and escalate priority issues to leadership or post-cruise teams as required.\nProvides communication and follow-up to ensure staff are fully informed of all new information related to products, procedures, customer needs and company-related issues, changes, or actions.\nWork with the post-cruise team to ensure that post-cruise complaints are understood and resolved adequately and within a timely manner.\nAssist in European language situations, such as translating to assist other teams.\nSupport EMEA Groups sales and service\nOTHER DUTIES AND RESPONSIBILITIES:\nTo work closely with the EMEA Trade sales and support team with booking opportunities and escalations to support our trade partner relationships.\nSupport where possible with any trade events and ship visits in your country.\nThis job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by their supervisor or management.\nFINANCIAL RESPONSIBILITIES:\nWork with Refunds and Commissions teams to service and resolve booking issues.\nQUALIFICATIONS:\nBachelor's degree (B.A.) from a four-year college or university; or one to two years related experience and/or training; or equivalent combination of education and experience.\nSupervisory/Assistant Supervisory or equivalent experience required in a Call Center.\nMust have excellent organizational and communication skills both written and verbal.\nMust be able to work independently and work well with others.\nMust be able to use good judgment and decision-making skills.\nMust demonstrate appropriate level of professionalism to instill confidence and credibility of the position and leadership team.\nProven experience in sales, with a minimum of 3 years in a leadership or supervisory role.\nKNOWLEDGE AND SKILLS:\nGerman language skills are essential to this role, both verbal and written\nActive listening, giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate.\nReading comprehension - understanding written sentences and paragraphs in work related documents.\nStrong written communication skills, the ability to prepare written communication concisely with clarity and impact.\nCritical thinking - using logic and reasoning to identify the strength and weakness of alternative solutions, conclusions, or approaches to problems.\nMonitoring and assessing the performance of self and other individuals to make improvements or take corrective actions.\nTime management - managing one’s own time and the time of others.\nManagement of personnel resources and the ability to attract and develop talent, motivating, developing, and directing people as they work, identifying the best people for the job.\nJudgment and decision making - considering the relative costs and benefits of potential actions to choose the most appropriate one.\nKnowledge of principles and processes for providing customer and personal services - this includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.\nOral Comprehension - the ability to listen to and understand information and ideas presented through spoken words and sentences.\nOral Expression - the ability to communicate information and ideas in speaking so others will understand.\nProblem Sensitivity - the ability to tell when something is wrong or is likely to go wrong. It does not involve solving the problem, only recognizing there is a problem.\nDeductive Reasoning - the ability to apply general rules to specific problems to produce answers that make sense.\nInductive Reasoning - the ability to combine pieces of information to form general rules or conclusions (includes finding a relationship among seemingly unrelated events).\nAdvanced knowledge of company contacts center systems, policies and procedures relating to Cruise Enhancements.\nPHYSICAL DEMANDS:\nThe employee is regularly required to sit, talk, and listen. The employee can also be required to stand, walk, and reach with hands and arms. Specific vision abilities required by this job include close vision, color vision, and ability to adjust focus. This is a full-time, exempt position and may exceed 40 hours per week. Scheduled days and hours of work are determined by the need for coverage of the employees with the need to flexibly cover all operational hours up to and including closing hours and weekends/holidays as needed.\nWORK ENVIRONMENT:\nAs this role will be remote that it will be your responsibility to ensure that you are working in a non-distracting environment with a moderate noise level.\nIt is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment based on race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Azamara and each of its subsidiaries prohibit and will not tolerate discrimination or harassment","datePosted":"2026-04-12T21:21:09.193Z","dateModified":"2026-04-12T21:21:09.193Z","hiringOrganization":{"@type":"Organization","name":"Azamara","sameAs":"https://jobsearcher.com"},"jobLocation":{"@type":"Place","address":{"@type":"PostalAddress","addressLocality":"Miami","addressRegion":"FL","addressCountry":"US"}},"identifier":{"@type":"PropertyValue","name":"JobSearcher","value":"0c1eced285bf54a8f2d9d03c"},"url":"https://jobsearcher.com/jobs/0c1eced285bf54a8f2d9d03c"}}